Wendy’s Expands AI-Powered Drive-Thru Technology
Fast-food giant Wendy’s is set to significantly expand its use of voice AI technology in drive-thru operations, aiming to implement the system in 500 to 600 restaurants by the end of 2025. Currently operational in approximately 100 of the chain’s nearly 6,000 U.S. locations, the AI-driven ordering system is showing promising results.
Wendy’s CEO Kirk Tanner, who personally tests the AI system, reports notable improvements in accuracy. “I’ve been testing it myself, and it’s getting better and better,” Tanner stated, highlighting the technology’s growing capabilities.
The company has partnered with Google Cloud to develop the AI ordering assistant, branded as FreshAI. This system is designed to enhance customer experience by improving order accuracy over time. Tanner emphasized the AI’s increasing ability to understand and process customer orders correctly.
However, accuracy remains a significant concern for AI-driven ordering systems across the industry. McDonald’s, for instance, previously halted its voice AI tests due to order inaccuracies, though the company remains committed to integrating such technology in the future. Wendy’s success with AI could serve as a strong validation for broader implementation across its network and potentially influence industry-wide adoption.
Other fast-food chains are also exploring similar technologies. Yum! Brands, the parent company of Taco Bell, has reported success with voice AI, processing two million orders across 300 stores. The industry is closely monitoring these developments to assess the viability and effectiveness of AI in drive-thru operations.
If Wendy’s rollout proves successful, it could pave the way for widespread adoption of voice AI across all its locations. Tanner expressed optimism about the technology’s potential and the company’s commitment to advancing its use, stating, “We’re excited about the possibilities this technology offers for improving our customer service and operational efficiency.”
As the fast-food industry continues to embrace technological innovations, Wendy’s expansion of AI-powered drive-thrus represents a significant step forward in modernizing the quick-service restaurant experience.
